How do you deal with questionable enquiries?‌‌

[Quincy]

Hello all,

Today, I would like to share one of the most reported cases on communication and fraud. There are sometimes guests who make enquiries to negotiate "off platform prices" or try to book a space for someone other than themselves. I’ve noticed that there’s an increase of said requests especially during the holiday and festive periods. 

Do you have experience with such enquiries? If so, do you have any advice for responding to such messages?

I look forward to hearing your answers. 

Quincy

[Sue1722]

Being a new AirBnb host , I have not yet had these sorts of enquirers. However, if I did I would just write back that they should make all bookings through Airbnb. 

[Smári-and-Laufey0]

We've had enquiries like that. We denied the request and reported them to Airbnb.

[Ared223]

I think the best thing to do it to contact that person and ask everything that concerns you

[Rose375]

Though it is rude for guests to ask you to bend the rules for them, I try not to respond in a similar way. Being direct is important. Simply refuse and do not engage in the elongated conversation. It has become a real problem and some have used the pandemic as an excuse. There is no way to know if the person(s) is truly affected adversely by the conditions, but aren't we all? During these times we must protect ourselves and take advantage of the rules Airbnb has

put into place. Success to you all!

[Emmanuel711]

I don’t bent no rules for them, because they are mostly the one that turns around with a bad review slapped.

as for the questionable inquiries, I answered them stating the platform doesn’t allow this type of communication pre booking. I don do off platform business 

[Miriam619]

Depends on the request.  If it’s sketchy then I answer accordingly and decline the inquiry.  

[Nivi19]

Hi All.

I host in Las Vegas, which is particularly challenging, as it's a magnet for "party crowds", and even guests with great reviews, can misbehave as soon as they land here....Something about this town! lol

If my guests think they that "whatever happens in Vegas - Stay in Vegas", they soon learn that what will stay is Vegas, is their security deposit, and their Airbnb ratings.

I've been using several techniques to deter "questionable guests/inquiries", with a pretty good level of success, so I'm happy to share with you all.

1 - If anyone tries to circumvent Airbnb and offer to deal directly, I simply respond by explaining that I do not deal directly with guests, and all transactions/bookings must got through Airbnb. You can explain it politely, but firmly, so they know there is no point in insisting.

2 - For the past year, I've been sending each potential guest a message explaining our "Covid19" policy, which states we do not allow any outside visitors during the stay, and that all reservations must reflect the exact number of guest who will be staying at the house. I tell them we enforce this policy with security cameras outside. 

I find that when people are being dishonest about their plans, this is usually enough to deter them from booking. The suspicious ones, usually don't even reply. Anyone who is a good guest, with honest and good intentions, replies accepting the policy. We have not lost a good booking because of this yet.

The ones who went away, were planning on partying, or sneaking in extra guests without paying, etc.... I don't need those type of guests anyway.

3 - If someone has no reviews (and especially if I see that they are relatively new to Airbnb), I also ask them to tell me a bit more about themselves, the other people in the group they are booking for, and their plans for their stay.

I really believe that the best way is to be very upfront with guests. Explain your policies before you allow them to book. Make sure your policies are as strict as you need them to be.

Well intentioned guests will not be deterred by a touch policy. The ones that end up booking, are the kind of guests you want to host.

I'd rather lose a booking than have to deal with a bad guest.

4 - Pricing you properties on the higher end of the spectrum, scares many hosts, because they think they will not be competitive enough.

if you act like you are desperate for bookings, you'll attract the wrong kind of guest.

Be confident, and ask for what your property is worth. 

We've raised prices steadily, and it only affects our bookings positively. We get smaller groups, of better people, and have a better experience over all.

5 - From time to time, a bad apple will sneak in. They'll tell you everything you need to hear to get you to accept the booking.

All that is left for you to do then, is to enforce your policies strictly and firmly.

If a guest repeatedly violates our policies, they will be asked to leave!

So far I've only had to do this once. A fair warning usually gets them back on track.

6 - DON'T be afraid to give a bad guest a bad review! It's a common mistake we all make because we are so scared they will retaliate with their own bad review, out of sheer spite!

If you can prove to Airbnb that your review was accurate, and theirs was full of lies just to damage your rating after you held them accountable for their actions, Airbnb will remove their review and leave yours  public.

I think this is my biggest wish here. If all of us gave guests the bad review they deserve, instead of only reviewing the good ones, we will achieve "herd immunity" at some point, where bad guests can't hide behind "no reviews".

I urge you all to be honest and review the bad guests too. Follow up with Airbnb to remove any retaliating dishonest reviews from guests, and we will all be able to rely that review system better.

Amen!

I hope everyone finds this post helpful.

Good luck with all your future guests.

[Xanthi3]

I think you're right about everything! You describe he actual psychology of the guests . We should never forget who is in control of our properties. Us hosts!

[Marie8425]

I did notice and gave Airbnb feedback.  I tried the great Airbnb Pricing tool since I am now in Arizona not Hawaii, I was open to pricing advice.  The advice was significant lower than my price.  Okay I use their price maybe mine is wrong.  For the 3 months I had their lower price I did get 2 or 3 good rentals but majority of my contacts didn't appear legit..  I took it off my pricing was inline with what other hosts in my area where charging.  I still receive some questionable inquiries has greatly decreased.

Though new hosting with Airbnb in Arizona and personal medical issues I didn't host for about 5 years.   Maybe others can speak to this I feel like my safety as the host comparable to my previous 13 years with Airbnb is something to be fought for not something provided to me.  I realize Airbnb are not the police but they shouldn't be the criminal's aide either.

[Kathleen692]

Philadelphia PA. 

Have had people rent for others unknowingly. On one occasion it was fine. On the 2 others not so good. Recently rented by someone who had good reviews but clearly may not have stayed there. Communication was poor mostly had to have Airbnb relay messages. The property was left opened, lights on, shade not drawn dirty masks on floor and toilet damaged possible cause toilet pouncing. Solution would be to have additional guests provide ID so there is always a shared channel of communication.  

And a good security system.  

[Allan7]

I don't mind giving a discount to Airbnb Super Hosts if they ask for it ... or for  repeat guests that were a 5 star ... but if they don't ask for a discount I normally give them  something extra when they walk in . Flowers , super coffee , or bottle of wine . I fine in the last few seasons the expectations are a lot higher from the guests and it may be the fact there last stay wasn't a 100 percent ... I know for myself i like to meet the Host , seeing a lock  box on the door is not very welcoming in my opinion . At the very least have a co host to introduce your property . I understand in some cases its just not possible . 

[Xanthi3]

I totally agree with you, Allan....I served guests with a discount  at the beginning of running my airbnb apt as well, and they were kind enough to respect everything...still, I wouldn't do it just like that, I'd have to see that there's a point for making a  certain discount....Moreover, I also think that these 'no greet no meet' methods of check in are so impersonal and indifferent, complete turn off if I were a guest or as a host....plus, you have definitely more control of your business if you meet the guests on arrival to build a level of trust, you can make yourself once again clear about certain things, and make sure you've mentioned things you don't want to go unobserved by the guests. And a number of other advantages come with this.....Won't do for every type of rental though, let's say for business people, for example...

[Miriam619]

Hi I’m a host and have been for a few years. We don’t make it a standard practice of meeting guest at every check in. We have a rental 2 hours away so it’s not possible to be there as we have obligations that require attention as well as our local rentals because of the late hours of guest check in and other pressing obligations. We stayed in an Airbnb in Piraeus Greece and we paid their driver to pick us up from the airport and get checked in in December.  So we have never had a bad review because we weren’t there to greet them upon arrival.  Our review are always very positive and 5 star. I also do not expect a host to meet me at their rental ever.  But hey it works for you and Allan but please don’t judge other host to do the same as you do.  That is really not fair of you both.  

[Emmanuel711]

I don’t meet them at all unless they cannot use the keyless.

as for the questionable inquiries, I answered them stating the platform doesn’t allow this type of communication pre booking. I don do off platform business 

[Miriam619]

Hi I’ve been a host for years and have only met a few of my guest.  I have never gotten a bad review because of it.  The rental is set up and welcoming for them.  It’s not possible to meet guest due to the rental being a distance of 2 hours away…or checking in very late at night….so you may want to rethink your attitude.